Senior Customer Success Manager

Summary The Senior Customer Success Manager’s (CSM) primary responsibility is to be the key advocate and partner to our Customers to ensure they achieve their strategic business outcomes and maximum value from their investment with CDW Managed Services. The Sr. CSM will drive customer satisfaction, adoption, retention, renewals and expansion through effective relationship management and the... delivery of exceptional customer services. This role is the main point of contact for a portfolio of enterprise level Managed Services customers, building strong and trusted relationships to understand their needs and proactively address any issues and concerns. The Sr. CSM is not only knowledgeable in their customer’s business model, goals, projects, timelines, and more but is simultaneously knowledgeable in CDW’s technology solutions providing them the ability to guide and assist our Customer’s with all of their needs. Additionally, the Sr. CSM will act as a liaison between the customer and CDW teams, streamlining partnerships, reducing complexity, and simplifying processes with product development, engineering, professional services, governance, sales/presales, and others. Key Areas of Responsibility • Establish a trusted/strategic advisor relationship with each assigned enterprise level customer • Act as the main point of contact for multiple enterprise level customers, understanding their business objectives, challenges, requirements and strategic • Develop and execute customer success plans on established goals to aid the customer in achieving their business outcomes • Orchestrate and manage the overall relationship with a portfolio of customers, which will include, but is not limited to, driving adoption, ensuring retention and renewal of service • Stay updated on industry trends, market dynamics, and competitive landscape to provide strategic guidance to customers. • Drive customer adoption and utilization of managed services to ensure maximum value and ROI. • Analyze customer data to improve the customer experience • Engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of your aligned solutions to an organization • Proactively address customer concerns and act as an advocate for their needs within the organization. • Gather and analyze customer feedback to identify trends, insights, and areas of improvement • Share customer insights with internal teams to drive product enhancements and service optimizations • Measure and monitor achievement of critical and key performance indicators, reporting both internally to the CDW’s stakeholders and teams and externally to customer’s sponsors and executives • Establish regular cadence (weekly/monthly/quarterly) with each assigned customer to review progress, success and concerns • Respond to customer inquiries, concerns, and issues in a timely and effective manner. • Act as CDW’s liaison for technical inquiries, issues or escalations; including working with support, product development, service delivery and other teams as needed to create solution roadmaps • Escalate critical customer issues internally and work towards their prompt resolution. • Coordinate with relevant teams to investigate and resolve technical and operational challenges. • Communicate issue status and resolution to customers in a clear and concise manner • Identify opportunities for expansion through upselling and cross-selling additional services based on customer needs and objectives partnering with CDW’s sales teams • Identify and drive customer renewals for assigned customer • Identify and lead areas for service improvement and work with the appropriate teams to implement necessary changes • Ability to conduct confident conversation and presentations for external (customer) and internal executive stakeholders (C Level, Director, VP) • Lead and participate in internal initiates • Demonstrate Leadership by coaching and mentoring Associate CSM’s and Customer Success Managers • Assist in training of new Customer Success team members Education and/or Experience Qualifications Bachelor's Degree in IT, Business, Sales, Communication or Marketing or a related field or equivalent experience • 5 years of experience in IT, relationship management, project management or account management of multiple customers with direct customer advocacy and engagement experience • Prior experience in Customer Success or equivalent history of growing customer satisfaction, adoption, retention and renewals Required Qualifications Exceptional verbal, written, social, presentation and interpersonal skills with the ability to effectively communicate with a diverse customer audience Ability to prioritize and manage multiple priorities simultaneously and adapt to the changing needs of the business while meeting deadlines Ability to be a strong teammate and leader, while working indepdenatly as a self-starter Demonstrates a high degree of organization with solid attention to detail with a penchant for accuracy Proven ability to create and maintain positive working relationship with all Customer contacts and internal teams Ability to effectively communicate with Customers and Coworkers at all levels of the organizations from entry to executive level Strong analytical skills with a proven ability to proactively collaborate and build relationships, take initiative, and creatively problem solve with Customers and all internal teams including cross-functional teams • Ability to continually learn and share knowledge about new technologies and to understand and adapt to market and industry changes • Posses exceptional problem-solving and quick conflict resolution abilities • Demonstarted nature of being proactive and self-motivated with a results-oreiented mindset • Strong understanding of finanical acumen with the experience of applying that knowledge in real world business scenarios • Ability and willingness to travel up to 10% or as needed to other CDW locations or client sites Preferred Qualifications IT knowledgeable ITIL Foundation Certification • Customer Success Certification • PMP and/or Project Management experiences • In-depth knowledge of Microsoft Office Suite • Gainsight experience • ServiceNow experience